Analisis Kualitas Pelayanan pada Rumah Sakit Mata XYZ Pekanbaru

Abstract

This research is aimed at finding out the quality of service at the SMEC Pekanbaru Eye Hospital. The failure to achieve the SMEC Pekanbaru Eye Hospital's service target in providing services to outpatients is certainly a highlight for the hospital and needs improvement, especially for the service. The object of this research is outpatients at the SMEC Pekanbaru Eye Hospital. Population 61,854 people. The number of samples in this study was 100 patients at the SMEC Pekanbaru Eye Hospital. The sampling method uses purposive sampling technique. The data sources for this research are primary and secondary. Data collection was carried out using questionnaires and documentation. And the types of data used are qualitative and quantitative. The results of this research are from each indicator, namely the Reliability indicator with an average of 3.63 in the Good category, the Assurance (guarantee) indicator with an average of 4.06 in the Good category, the Tangibles indicator (appearance/physical evidence) with an average of -an average of 3.39 is in the Fair Good category, Emphaty (empathy) with an average of 4.06 is in the Good category, and the Responsiveness indicator (responsiveness and concern) with an average of 3.81 is in the Good category.